Starting 8 AM Shifts
You are expected to be logged into Teams, VPN’s, iVue, and all your apps and set to online before 8 AM.
8 AM – 8:30 AM will be used to prep for the day. This includes ticket status updates, reviewing all tickets, checking voicemails, and entering them into iVue, and processing the e-mails and the quarantine.
The first person needs to be logged into all queues by 8:25 AM.
Any Other Starting Shift
You are expected to be logged into teams, your VPN’s and iVue, and be set to online at the start of your shift.
Jump directly into the Queue at the start of your shift to allow your fellow team members to start taking breaks and lunches as needed.
Closing End of Shift
You are scheduled until 10 PM and expected to be logged into the queue until the queue is empty after 10:05 PM. Go by the time on your Allworx phone.
You are expected to answer and complete every call that is in the queue before logging out of the queue for the evening.
If your calls go over 10 PM, please claim OT in 15-minute increments. Overtime may be occasionally reviewed against call records.
All waiting voicemails and e-mails should be processed and entered in iVue before you end your shift.
Any Other End of Shift
You are expected to be making or receiving calls up to 5 minutes before the end of your shift. If you are within 5 minutes of your shift ending and you have completed your current ticket, you may switch to OTHER status and complete the EOS report and tasks.
If your call goes over the end of shift time, you are eligible to claim 15 minutes of Over Time for each 15 minutes you are stuck on the call after 5 minutes. OT may be occasionally reviewed against call records.
Management will be looking for patterns of call avoidance such as always being on OUTBOUND before switching to OTHER at the end of every shift.
GENERAL NOTE: If you earned OT based on the above criteria, please make sure you claim it on your timesheet. If you qualify for it, we want you to have it.